Case Manager / Patient Support - Non-Clinical (11-8p EST)

About the Position 

The Non-Clinical Case Manager provides personalized support to patients and caregivers through inbound and outbound interactions across assigned patient support programs. This role builds trusting relationships, uses open-ended questions and active listening to understand patient needs, and applies motivational interviewing techniques to explore goals and barriers to engagement. 

Responsibilities include communicating approved program information, connecting patients with resources, coordinating follow-up, and helping patients navigate concerns and identify appropriate next steps. Working collaboratively with program partners and internal teams, the Case Manager applies critical thinking, maintains accurate documentation, and follows established guidelines to deliver a consistent, compassionate patient experience. 

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Provide personalized inbound and outbound patient and caregiver support through approved communication channels, including telephone, email, chat, and text, according to program requirements and established timelines. 

• Build rapport and establish trusting relationships through empathy, active listening, emotional intelligence, and patient-centered communication. 

• Utilize open-ended questions, reflective listening, and motivational interviewing techniques to understand patient concerns, explore goals, identify barriers, and encourage meaningful engagement. 

• Communicate approved program information, available services, and resources clearly, adapting conversations to individual patient needs while confirming understanding. 

• Apply critical thinking and problem-solving skills to clarify concerns, identify unresolved needs, evaluate available resources, and determine appropriate next steps within established program guidelines. 

• Collaborate with patients and caregivers to identify realistic next steps, coordinate appropriate resources, and follow through on agreed-upon actions. 

• Effectively guide patient conversations, balancing human connection, patient needs, required discussion points, and call objectives while maintaining compliance with approved call guides. 

• Recognize questions or requests outside the scope of approved program services and respond according to established procedures without providing medical advice or clinical recommendations. 

• Manage assigned cases, outreach activities, and follow-up responsibilities, prioritizing time-sensitive tasks and maintaining continuity of support across interactions. 

• Maintain accurate, timely, thorough, and objective documentation of patient interactions, identified barriers, actions taken, outcomes, and follow-up needs within designated systems. 

• Demonstrate proficiency in navigating multiple technology platforms, including customer relationship management (CRM), telephony, and documentation systems, while maintaining attentive and engaging patient conversations. 

• Collaborate effectively with internal teams and approved program stakeholders to coordinate support, share relevant information, and facilitate resolution of patient needs. 

• Maintain working knowledge of assigned programs, approved resources, workflows, and processes to confidently address patient questions within the role's scope. 

• Meet established productivity, quality, documentation, and service expectations while maintaining a patient-centered approach. 

• Identify opportunities for process improvement and participate in training, coaching, quality calibration, and continuous improvement initiatives. 

• Demonstrate adaptability, accountability, and receptiveness to feedback while navigating changing program requirements and operational priorities. 

• Ensure all activities comply with Momentum Life Sciences (MLS), client, and applicable industry regulations, policies, and procedures. 

• Identify, document, and report adverse events and product quality complaints (AE/PQC) accurately and within required timelines according to established procedures. 

• Protect patient privacy and confidential information, including Protected Health Information (PHI), in accordance with applicable privacy requirements and MLS policies. 

Other Duties 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice. 

Required Education and/or Experience 

• Associate degree required; bachelor's degree preferred. 

• Two years of experience in patient support, patient navigation, non-clinical care coordination, pharmaceutical or healthcare support services, community health, health coaching, social services, healthcare advocacy, or a related field involving individualized support and problem-solving. 

• Experience supporting individuals through complex concerns, identifying barriers, coordinating resources, and facilitating appropriate follow-up. 

• Experience communicating with patients, caregivers, members, or customers in a telephonic or virtual support environment. 

• Demonstrated experience meeting productivity, quality, and performance expectations while maintaining a high standard of service.